AccountId: 011433970860
ContactId: 33731939-5126-4eaf-bfc3-6b3e9593aac2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318160 ms
Total Talk Time (AGENT): 94920 ms
Total Talk Time (CUSTOMER): 60318 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/33731939-5126-4eaf-bfc3-6b3e9593aac2_20250130T13:58_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] um I need to check on a claim that a check was supposed to be reissued on.
[AGENT][POSITIVE] Yes, I can certainly help with that. [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] 02445567
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Let's see.
[AGENT][NEUTRAL] Have here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I see where you've called before, so I'm just checking to see what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, will you excuse me just one moment please, uh, [PII], I'm going to check this. I'll be right back. You you just a moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, it looks like that was.
[AGENT][NEUTRAL] That was reissued, um.
[AGENT][NEUTRAL] Uh, and it went to [PII].
[CUSTOMER][NEUTRAL] What day was it reissued on?
[AGENT][NEUTRAL] On the [PII].
[CUSTOMER][NEUTRAL] Do you show that one cleared?
[AGENT][NEGATIVE] No, no, I don't. Um, I show that it was issued. I don't show that it was returned to us, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is actually the location of services, but we have a different bill to address.
[AGENT][NEUTRAL] OK, and, and what is that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Let me uh see what has happened to the, to this check. Uh, and then we can um we can trace it and then we can see uh whether we need to reissue it or not. Now, is this the only one that we need to look at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Well, let me see what we can do about getting this one taken care of. Um.
[AGENT][NEUTRAL] Because we don't, like I said, I don't, I don't show that it's returned to us, so, uh.
[AGENT][NEUTRAL] I'll check with the bank and see what's going on with it and then we can determine what needs to be done, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I will, uh, you should be hearing from us in about 3 to 6 business days. It's usually about how long it takes for us to, to, to reissue those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, how much, how much was the payment on it?
[AGENT][NEUTRAL] It was $142.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna call this location as well, um.
[CUSTOMER][NEUTRAL] See if they have anything tucked away that they have sent us yet. OK, um, can I get a reference?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] Got it alright I appreciate you thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good day.